Customer Service Quality Assurance

***** * ***** ** * Coweta, OK *****

(Ph) 918-***-**** (Cell) 918-***-****

**********@*****.***

Martine Basden

Entry Level Management

Focused, disciplined, and competitive individual who is goal driven and

welcomes challenges. Outgoing, friendly, and charismatic, strong

relationship-building and interpersonal skills, easily crossing cultures to

offer superior results. Effective team member, who is eager to learn new

methods and will strive for excellence in any endeavor.

Employment

Customer Service Representative

U.S. Cellular ~ Tulsa, OK January

2011-Present

( Professionally explain account and billing information to

clients. Investigate and troubleshoot client's cellular phones.

Provide excellent customer service. Coordinate team gatherings.

Web Client Specialist

MicahTek ~ Tulsa, OK March 2010 -November

2010

. Train potential agents on special Clients that requires an

extensive amount of information and also on how to toggle using

varies software, such as J.D. Edwards, on a computer. Pioneered a

Continual Education Development Course for these special clients

that I conducted both in the classrooms and via webinar. Monitor

and coach agents as needed.

Supervisor/Floor Trainer

MicahTek ~ Tulsa, OK February 2008-March

2010

. Train potential agent on how to correctly provide callers with a

warm, kind and a helpful experience during a call. Assist

Call Center Director with

restructuring the training department. Helped pioneered the

company's first newsletter and served as a member in a Calibration

Committee to help agents reach their full potential and meet the

company's goal. Also assist in the Quality Assurance department

when needed.

-More-

Confirmation Specialist

American Digital Systems ~ Tulsa, OK October 2006-October

2007

( Confirmed appointments with customers for installation of Dish

Network, securing directions for technicians, offered excellent

customer service, performing all duties in a time-sensitive

manner.

Inbound Collections Representative

HSBC ~ Tulsa, OK October

2005-March 2006

( Assisted clients in finding solutions to pay debts,

professionally

explains benefits of payments to both clients and creditors.

Mastered debt collection using technical knowledge and negotiating

Ability to achieve percentage of debt recovery and minimize loss.

Account Receivable Clerk

Gordon Food Service ~ Miami, FL August 2003-July

2005

( Offered customer service to both internal and external customer.

Operated data management system (AS400) to image, index, and file

documents, coordinating information for future use. Implemented

method for handling cash, lockbox payments, bank deposits and

collections. Surpassed standards required.

Education

Oklahoma Wesleyan University ~ Bartlesville, OK

Bachelor of Science in Business Administration

June 2009

Rhema Bible Training Center ~ Broken Arrow, OK

Ministerial Training

May 2007

Languages

English, French-Creole

Reference Available Upon request

Contact this candidate